IT Support Engineer

Job Description

Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, it’s crazy that you still have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline.

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

About the IT Team

Thumbtack’s IT team is passionate about focusing on operational excellence, whether that’s process improvements, automating the hell out of things, or helping find that next amazing app for our internal teams. We understand that if we get this right we can focus more of our attention on the things that matter to the business - namely innovation and becoming a trusted business partner. We strive to deliver the best IT service our users have experienced. Ever.

As with most startup environments you will need to bring not only your technical skills to bear, but also your willingness to take on all challenges big and small. More importantly, you’ll need a positive outlook, great communication skills, and a craving for learning. You will use your past experiences to help build a world-class IT department and to think outside the box in delivering new services and resources to the business. Are you ready for some fun?

About the Role

You will be a customer service and support evangelist, working at our Help Desk and assisting our customers via in person walk-ups, support tickets, email and chat. You will work closely with Help Desk staff to maintain IT support documentation, handle the IT queues, and run A/V events. You love building relationships with customers, business partners and IT team members alike. You are passionate about IT end user support, have an excellent background in Mac software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.

Responsibilities

• Provide support at our IT Help Desk during business hours
• Perform hardware repairs, upgrades and migrations
• Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff
• Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
• Handle system access and maintain user accounts, passwords, data integrity & security
• Participate in inventory, purchasing and asset management to support the Help Desk
• Help evaluate hardware and software solutions and participate in IT projects
• Provide A/V support and help facilitate A/V Events

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• 2-4 years experience in IT Support in a professional environment
• Experience with support ticket management and tracking
• Strong customer service, problem solving and collaboration abilities
• Outstanding communication and interpersonal skills
• Extensive technical knowledge of Mac OS X, iOS and Android
• Basic knowledge of Windows 10
• Network fundamentals and support experience (laptop connectivity, VPN, printing)
• Familiar with common access/authentication systems and tools: Okta, AD, LDAP
• Familiar with G Suite for Business (Gmail, GCal, GDocs, etc)
• Knowledge of video conferencing solutions and support
• Some heavy lifting required

Nice-to-have Qualifications

• Previous experience with one or more of the following systems - Zendesk, G Suite for Business, Active Directory, Office 365, Okta, Jamf, Slack
• IT related degree or related certifications
• Conference Room A/V support experience (Zoom)

More About Us

Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, DJs, personal trainers, even piano teachers. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.

Founded in 2008, and headquartered in San Francisco, Thumbtack is backed by over $250 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.

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Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.